Specify a value in the range 1 and 20, or 'Unlimited'.

The available values have the following meanings:

Organisation CLI: the organisation's number.

Site CLI: the CLI assigned to the site where the user is currently logged in.

Destination Address: do not use.

This overrides the network CLI setting and will affect billing and may not be supported in some installations. If in doubt, leave this clear.

Reserved for future use.

This setting can be overridden for individual users.

Select this if users assigned this service type are to be played a whisper prompt when they receive external calls. The prompt tells the user the number of the person calling, or that the number is unknown, and gives the user the option to accept or reject the call.

By default, when callers dial a logged-off user, an unavailable tone is played and the call is disconnected. Such calls are not chargeable. With this option selected, the call will be connected in order to play the selected audio prompt, and the call is chargeable.

[Use default configuration]: Deprecated. Use one of the options below.

Available: the user is immediately available to receive calls of all types.

Unavailable: the user is unavailable to receive calls.

Available - Internal Only: the user is immediately available to receive internal calls only (including calls to any hunt groups they are participating in that are not routed via a queue)

Available - Direct Only: the user is immediately available to receive only calls dialled to them directly, rather than being routed via the switchboard or a call queue. (If the user is a participant in a hunt group, calls received by the hunt group are not routed to the user.)

Inherit from Queue, Agent Group or Organisation: the wrap mode settings of the queue, agent group or organisation are used for the user, including when the user receives a transferred call.

Do not enter Wrap after receiving a transfer: when the user receives a transferred call, the user will not enter Wrap mode. For all other calls, the wrap mode settings of the queue, agent group or organisation are used for the user.

Never enter Wrap: the user will never enter wrap.

This parameter is provided to assist your organisation in meeting Ofcom requirements for OUTBOUND campaigns in the UK that, once a call has started ringing, it should ring for a minimum of 15 seconds before it can be terminated.

This parameter controls what happens when an agent in wrap status attempts to make an outbound call.

The options are:

Stay in wrap status and allow call to be made: allow the call to be made while the agent remains in 'Wrap-up' status (this is the default). If the agent selects an immediate callback completion code, they remain in 'Wrap-up' status thereafter until they change their status manually. (See the OUTBOUND Configuration Guide for information on immediate callback completion codes.)

Remove wrap and allow call to be made: allow the call, but to change the agent's status to 'Outbound'.

Prevent outbound calls in wrap: display a warning message and prevent an agent from making outbound calls.

If selected, the DTA will show how long an agent has been in their current status, for all availability statuses.

If you clear this check box, the system lists all the availability statuses delivered with the system and allows you to identify (by selecting the relevant check boxes) those statuses for which the DTA will show how long the agent has been in that status.

Note: for this feature to work, the service type must also have the DTA Personal Statistics service feature selected.

If this option is enabled, when a user attempts to pair with a PSTN device, a call will be made to the device, and the user must enter a PIN to complete the pairing process.

If selected, this option will cause a user to enter a custom user state, when the user continuously fails to answer queued calls.

Unavailable status: the custom user state to set the user to, when the Unanswered calls limit has been exceeded.

Note: custom user states are defined in the [Organisation Default] user group.

Unanswered calls limit: the maximum number of consecutive unanswered queued calls to a user, before the user's state is set to a custom unavailable state.

If this option is enabled, a drop-down list of all third party endpoints that are available to the organisation will be displayed. Users with this service type will forward call interaction details to the selected third-party endpoint.

If this option is enabled, a drop-down list of the available transfer shortcut profiles is displayed. When initiating a transfer during a call, DTA users with this service type can transfer callers to predefined destinations, by clicking a shortcut button.

Provided to support legacy systems.

A personal queue is used when agents cherry-pick incoming communications, when operators claim calls, and when non-voice communications are routed to a preferred agent. The timeout set here applies to cherry-picked incoming communications and claimed calls only, and reverts items to their original queue once the timeout is reached.

Select this check box to enable call recording. 

This setting determines how the RECORDER application behaves when recording is started or stopped. The options are:

Default: the system plays one beep to indicate recording has started and two beeps to indicate recording has been stopped.

Record All: the system does not play a confirmation prompt when a recording is started or stopped.

Note: if you set advanced recording options at service type level, users' individual recording setting are overwritten when assigned a service type with advanced recording options set. To retain the user's individual recording settings when assigning this service type, leave these advanced options blank.

Determines the behaviour of the Recording button in the DTA.

Stop/Start: creates a new recording each time the recording is stopped/started.

Pause/Resume: creates a single recording, which can include multiple pauses.

Cut Out Pause: creates a continuous recording with no silences where the recording was paused.

Silence While Paused: records silence for the duration that the recording is paused.

Note: requests to pause and resume recording are actioned only if the agent has been assigned a named-user licence for this feature.

Select what calls are recorded for users assigned this service type. Options are:

On Demand: the user turns recording on and off manually, as required.

All Calls: all calls are automatically recorded.

All Internal Calls: only internal calls are automatically recorded.

All External Calls: only external calls (both made and received by the user) are automatically recorded.

Inbound External Calls: only external calls received by the user are automatically recorded.

Outbound External Calls: only external calls made by the user are automatically recorded.

If you select this field, any calls that are being recorded for a user assigned this service type which are then transferred to other users will continue to be recorded. (This does not apply to external calls that are warm transferred to external numbers.)

Displayed if the previous check box is selected.

If you select this check box, the agent can see the whole call recording in the DTA. If you leave it blank, the agent can see only their portion of the call (after the call was transferred to them).

Call between the caller and original user

Consultation call between the original user and second user

Transferred call between the caller and the second user

The setting determines the files available to recording managers in RECORDER:

check box clear: File 1 File 2 File 3

check box selected:

For incoming calls to DTA:

File 1 File 2:

For outgoing calls from DTA:

File 1 File 2  File 3

Note: if Continue Recording On Transfer is not selected, is omitted from File 1.

Note: if a user performs a remote pickup to answer an incoming call routed to an extension that is not theirs, then makes a pre-transfer consultation, the consultation is deemed to belong to the user who answered the call. Whether or not the call recording includes the consultation depends on the setting of this field in the service type assigned to the user who answered the call.

Internal calls and internal transfer that have been placed on hold are unaffected by this feature, as are calls that were put on hold directly from the handset.

Available only if the organisation feature DTA Unavailable When Listening to Recording has been selected. If you select the check box here, agents assigned this service type will automatically be placed in an unavailable status when they start to listen to a call recording in the DTA. An Unavailable Status field appears that allows you to set the unavailable status into which they are to be moved.

The check boxes under the Recordings heading are used to assign recording-related functionality to users.

The check boxes under the Recordings Headings heading control what columns users see when they log in to RECORDER to view their recordings.

Enables agents to handle SMS messages routed from a queue using the DTA. When you select this option, the DTA Compose SMS check box is displayed. Select it to allow agents to initiate standalone SMS messages from within the DTA.

Note: a licence for a communications channel must be set for the agent on the Edit Agent screen (in addition to the service right). Only, then will the agent be able to acquire the licence on DTA login.

Enables agents to handle emails routed from a queue using the DTA. When you select this option, the Compose New Outbound Emails check box is displayed. Select it to allow agents to initiate standalone email messages from within the DTA.

If selected, agents can click the Scheduled Callbacks button in the DTA, to display a list of all their scheduled callbacks.

Note: scheduled callbacks may take several minutes to appear in the agent's list in DTA.

If selected, allows agents to search for OUTBOUND records from the Agent Desktop, in order to update the completion code.

Note: the completion code form and retry profile must have been created prior to this option being enabled.